Purpose -The purpose of this paper is to discuss the differing views of the students studying in private universities in Pakistan about quality and the gap that exists between their expectations and actual experiences from the services provided. Design/methodology/approach -The research has been conducted in seven private universities of Pakistan using quantitative survey for data collection and data analysis. SPSS has been used to apply exploratory factors technique to identify satisfying and dissatisfying factors in customers of higher education through six service quality indicators (teaching, management, leadership, campus life, academic services and infrastructure). Findings -The multivariate effects of satisfaction across universities were measured through MANOVA. Discriminant analysis has been the most critical tool used for analysis, as not only could it distinguish between satisfied and dissatisfied students across seven universities, but predicted the strength of the word of mouth and intentions to stay in the university. Originality/value -A model has been proposed to understand dynamics of student satisfaction and loyalty in private universities of Pakistan. The model suggests that two leading factors, which influence students' perception of service quality are either related to leadership and effective planning or to management, the actual process of service delivery.
Purpose -The purpose of this paper is to explore various dimensions of quality of work-life (QWL) as it affects the life and attitude at work of teachers of private universities in Lahore, Pakistan. Design/methodology/approach -The study was quantitative in nature. A survey was conducted with 360 faculty members from private universities in Lahore, in order to find out their perceptions of QWL, and its spill-over effect on employee commitment, engagement, job involvement and reputation of the university. Findings -It was found that perceived value of work, work climate, work-life balance and satisfaction with relationships in life were the major factors which shaped work attitudes and employee perceptions of overall quality of work-life.Research limitations/implications -The data were cross-sectional, collected at one point in time and relatively small in size. The responses are limited to private organizations, excluding public universities.Originality/value -The study makes both a scholarly and practical contribution. The scholarly contribution highlights that the dominant constructs of QWL play an important role in shaping attitudes towards work, life and relationships of teachers of private universities. On a practical level, the study hints at the possible implications of dissatisfaction and imbalance within employee commitment and engagement, and even the reputation of the university.
Social support was an important factor in minimizing the effect of social isolation during the COVID-19 pandemic lockdown. This research aimed to study the role of online class participation and social media usage to link the social support available from family and friends to psychological resilience among pre-service special education teachers against the negative psychological effects of the COVID-19 pandemic lockdown. A survey was conducted with 377 pre-service special needs education (SNE) teachers enrolled at universities in Pakistan. Partial least square structural equation modeling (PLS-SEM) was applied using Smart-PLS 3.2.8. Results revealed that social media and online class participation played a mediating role between social support and psychological resilience in the pre-service special needs education (SNE) teachers studied. Teacher education institutions can devise strategies to develop social media platforms for student socialization during an emergency to help build resilience against the negative psychological effects of social isolation. Future studies could be conducted to adapt instructions and curricula to social media environments for education in an emergency.
Purpose -By studying the leadership role of management and faculty in a Pakistani University to find out gaps in the delivery of technology integrated services in enrolment and advisory capacity offered at the beginning of every new term at the University of Central Punjab in Lahore, Pakistan, this paper seeks to find the impact of the process of service delivery on customer loyalty and positive word of mouth, the key objectives for attaining quality. Design/methodology/approach -A mixed methods approach, comprising survey and interviews were used to investigate customer satisfaction. Factorial analysis and SEM modeling was applied to quantitative data, whereas coding and interpretive analysis were used for qualitative data. Findings -The results highlight the differences in leadership style adopted by management and faculty. The SEM model suggests that, as long as students lack autonomy and perceive a lack of empowerment of faculty, their satisfaction with the enrolment and advisory services will be affected negatively and will result in negative outcomes on word of mouth.Research limitations/implications -The small sample and contextual nature of study limit the scope of generalization. However, the analysis contributes toward improving the leadership approach of Pakistani management and faculty at private universities. Originality/value -The study identifies the challenges faced by the management in providing customer satisfaction with the services by approaching the problem from a different angle, i.e. leaders' use of their cognitive resources and their relationship focusing on customer satisfaction. It extends the research literature on leadership styles as being applicable to student services available.
The development of health sciences researchers has immense significance during a pandemic to control, manage, and prevent future outbreaks of the disease. This study focused on the use of social media tools (SMT) among pre-service health sciences researchers to complement their research competencies (RCT) and research completion levels (RC) during COVID-19. This study used the Vitae research development framework (RDF) to measure research competencies as a mediator between the use of social media tools and research completion levels among post-graduate health sciences students. A cross-section survey research approach was adopted to collect data from the post-graduate students (n = 410) enrolled in health sciences departments at universities in Pakistan. The SmartPLS 3.3.8 software was used to analyze data through Partial least square structural equation modeling (PLS-SEM). The results revealed that different social media tools such as communication, information management, and multimedia have a direct influence on the research competencies of the pre-service researchers and have an indirect effect on the research completion levels. Health sciences institutions may devise social-media-based instructional strategies to develop post-graduate students’ research competencies, such as personal effectiveness, research governance, and research engagement, to help them compile their research and complete their degree program in time during an emergency.
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